Transformative Training for Contact Center Leaders

Are you a contact center manager on the rise?

Don’t lose your momentum! Now’s the time to supercharge your career and transform your contact center. Make it happen at the ICMI Contact Center Symposium.

With an environment that’s more intimate than a large-scale conference, you get an immersive educational experience and unprecedented access to network with peers, ICMI experts, and influential instructors—those who’ve been there, done that, and have proven solutions to the challenges you’re facing.

You Have Options

It’s the customizable training options that make the ICMI Symposium experience so unique and effective. Hand-pick your schedule based on the pass you purchase.

Be here all four days? Sign up for one of our intensive four-day workshops or choose a couple of two-day classes if the topics better suit your needs. If you see a one-day course that addresses your current challenges, that’s fine, too! Join us for that day only or add the course to a longer pass option to fill out your schedule.

Mix and match for a learning and networking experience that works for you!

SCHEDULE AT A GLANCE

Mon, Nov 13

Tue, Nov 14

Wed, Nov 15

Thu, Nov 16

Workforce Management Boot Camp

Supervisor Leadership Development Program

Essential Skills & Knowledge

Contact Center Strategy

Monitoring & Coaching

More than Metrics

Business Acumen for Contact Center Leaders

Trainer Development Workshop

Networking Events

Welcome Reception
Monday, November 13
4:30PM
-6:00PM

"The knowledge and motivation you gain is awesome, the relationships you form are priceless!"

Geri Cleveland

Director of Operations

USANA

"Great experience! All of the ICMI professionals that I interacted with were very knowledgeable and willing to help. "

Amy Tart

Manager, Organizational Administration

NC Rate Bureau

"The trainers were great and it was so helpful to be around folks with so much experience and to learn from the classes and from peers!"

Karen Matragrano

Department of the Interior, CSC

"It was a great experience. The instructor was extremely knowledgable and helpful. The venue was excellent and the ICMI staff were friendly and welcoming."

Melanie Foley

On Call International

"The training, source materials, visuals, and thorough explanations from the instructors were the best I've seen in years!"

Vanita Wyche-Taylor

Washington Suburban Sanitary Commission

"ICMI has helped establish call center leaders', like myself, review processes and principles that will enhance our current practices. ICMI has great value and this class is truly 'Essential' to attend!"

Miranda Song

Reservation/Revenue Manager

Northern Quest Resort and Casino

"I was very impressed with the information presented and the value I feel it will bring to my organization. I highly recommend!"

Stacy McCue

Director, Customer Support

EZ Shield Identity Protection

"Great value and insight into the things that matter to call center leaders, and how to bring attention to those items at the executive level."

Marnee Downing

Call Center Manager

CCI, Inc.

"This was one of the most impactful, complete and well-structured seminars I've attended! The materials represent a tremendous amount of resources, all in one single place."

Dora Wood

VP, Tech Support

LPL Financial

"I very much enjoyed the atmosphere and attitude. The coursework will be referenced frequently."

Nathan Howes

Client Manager

Christian Science Publishing Society

"I always enjoy seeing and chatting with other attendees that I've met in the past. It's great to see their progress over the year as well as share my experiences."

Shari Green

VP, Client Services

PlayNetwork

"I was very impressed with the information I was given. I felt very fortunate to be able to attend and look forward to participating in future events held by ICMI."

Stacy McCue

Director, Customer Service

EZShield Identity Protection

"I was very impressed with the depth of knowledge the facilitator had. She also did an amazing job of keeping everyone engaged by including effective, meaningful activities! "